The Improvement of Business Processes of Digital Healthcare Company

Due to high competition in the market of private medical clinics and some changes in Russian legislation (about telemedicine), digital healthcare company DOC+ had to change business-model. This change lead to the emergence of the need to improve the company's business-processes. Thus, the purpose of this research is to improve the major business-processes of digital healthcare company “DOC+”. As part of the master's thesis, a methodology of improving business-processes was developed taking into account the specifics of medical clinics. This methodology includes 3 stages: 1. The selection of business processes for improvement in accordance with the strategic objectives of the company; 2. Identification of problem areas through a comparative competitive analysis of the company, identifying the advantages and disadvantages of mobile medical clinics compared to traditional multidisciplinary medical institutions and SWOT-analysis of business processes; 3. Formation of proposals for the improvement of business processes and the construction of integrated business process diagrams in the AS-IS and TO-BE models. As a result of this work, specific management decisions were formed to improve the four business processes of DOC+ : recruitment of doctors, assessment of the quality of services, doctors’ training and motivation and home visits of doctors.